First off its about an hour and a half drive from the airport (I was told at my time of booking it was less than an hour). The location (since remote) is beautiful but the resort it self is marginal at best. The room smelled very musty and was not equipped with what it states on the website. The TV was NOT a flat screen, it was a very old model that kept shorting out and making popping sounds like it was going to blow out at any minute. We had no working lights in our bedroom/living area and the coffee maker had to be moved into the bathroom since where they had it stationed there was no place to plug it in. The bed was VERY lumpy and you could feel every spring. I could not sleep for the first two nights since my hips hurt so bad from laying on metal. They did come on day two and at least KINDA fixed the lamps and brought an extension cord so we didn't have to make coffee in the restroom (oh did I mention that was the worst coffee EVER). We requested a room change but nothing else was available :( The food at the restaurants was very bland and room temperature. Waiting for food was another ordeal. You wait forever and ever. I have never seen such slow service, more than once we just got up and left cause we got tired of waiting. The beach was nice and clean but swimming in the ocean is nearly impossible since there is only one tiny area that has a sandbar and everywhere else is covered in rocks (my heels still hurt was finding that out the hard way) Also the one tiny area you have to swim is also where the catamaran goes in and out. I saw a couple of ladies get run over by it once so I made sure to exit the water when I saw it coming. I could go on and on but the bottom line is I LOVED the Rivera Maya but will never stay at Dreams Tulum again.

This was our first stay at a Dreams resort and it won't be our last. Our family of four (2 adults and 2 boys ages 9 and 8) stayed for a week over New Years and had the best time. The hotel is far enough from Cancun allowing us to enjoy a less developed part of the Yucatan but it was still close enough that the hour and a half drive from the Cancun airport was not an inconvenience.

We rented a car from Avis and made the drive on our own at night arriving at the hotel around 9:00pm. I mention these details because we were concerned about renting a car in Mexico and making that long drive in the dark. However, it couldn't have gone any smoother. Avis is located right in the airport as you walk out of the customs area. Right away someone was there to call for a shuttle to pick us up and take us to the rental agency. We arrived quickly and were helped right away, offered water, and given a new car to drive. All worries were put to rest. The process was easy. I highly recommend renting a car as opposed to paying for the costly transfers offered by the tour company affiliated with the hotel. Coincidentally, Avis is the preferred or one of the car rental partners of the Dreams resort. This also made us feel better about our choice. But that also meant that they tried to set us up with a time share breakfast during our stay. They pushed a bit but we were adamant about not doing it so they relented. We were not approached again once we arrived at the resort which was nice.

Upon arrival, we were welcomed with a drink and immediately taken to our room which was as we had requested, a Premium Junior Suite. The room was specious and clean, and located in building 15C. Room 8112 was on the first floor with a patio overlooking the beautiful gardens and fountain. It was an easy walk to the pool, beach, and restaurants, and right across the garden from the big chess and checker boards that my boys loved to play with. Everything in the room worked properly, and the only time we had an issue with the toilet, it was taken care of immediately. We also had to call to replenish toilet paper and tissues in our room and the person came within minutes of calling. Overall we were very pleased with our room and the service. We do have a couple of minor complaints. As some people have mentioned in these reviews, housekeeping did not always do a good job cleaning the room. After our first night, we left a $5 gratuity (with hopes of leaving more throughout the week), and we came back to a room that wasn't cleaned very well, i.e., dirty drinking glasses still on the table, dirty toilet. We decided not to leave additional gratuities until our last night. Our other minor complaint has to do with the low lighting in the room and bathroom. I assume it is due to their being energy efficient. But it was really dark in the bathroom especially if you were trying to apply makeup and do anything that required better lighting.

The grounds were beautiful and immaculate, the pool large and clean (though very cold), and the beach wide and relaxing. The two pools offer guests the choice of an active, noisy pool and a quieter pool. Likewise, the beach offers two similar sides. We opted always for the quiet side of the beach which was always less crowded. As is the case with AI resorts, reserving chairs is a problems. We have been to several AI resorts so we know the drill: get up before 7am to snag the chairs with shade. It's unfortunate that one has to do this, but it is what it is. And management seems to be ok with it. The only time we struggled was the day we went to see the ruins at Tulum in the morning. My husband didn't feel it was fair to reserve chairs when we wouldn't be back until noon. Big mistake. We got back and there wasn't a single spot to sit. I asked one of the managers and he was indifferent about it and said he couldn't do anything about it. It's frustrating when half the chairs are empty with simply a towel and book on them.

The most positive comments I will make have to do with the staff, the Kids Club, and the food. All were surprisingly good! The staff are all so helpful and friendly. Eduardo on the beach was fantastic and seemed to appreciate our occasional gratuities. My kids absolutely LOVED the kids club. On most days they spent 2-3 hours there. A couple of days no time at all. And Wednesday night when they host the kids campout and movie on the beach, they were there for 4-5 hours. It was wonderful to know they were having so much fun while my husband and I had our own fun too. Celene and the rest of the crew were amazing. They were the most cheerful and pleasant group of women.

And lastly the food. We've been to all inclusive resorts where the food is barely edible. This was not the case. As you would expect, the Mexican food was the best. We ate mostly at the (Mexican) Patio restaurant and loved their shrimp tacos, ceviche, chicken fajitas, and flank steak molcajete. Even my 8-year old who has never had fajitas, tried them and loved them! The Seaside Grill was also a favorite of ours. We went to the Italian restaurant Portofino and it was wonderful too, though more formal and lengthy of a meal. With two young kids, the wait for a table and then the length of time it took to enjoy all courses, it was fine with us to limit our visit to that restaurant to one time. We even skipped dessert because it was getting so late and our 8year old fell asleep in the chair. They also enforce the no shorts rule (for adults). Two guests were turned away while we waited to be seated. We went to the Asian restaurant and thought it was good too. The buffet was a typical AI buffet with many choices, many of them tasty. Others not so great. We did not eat the adult-only French restaurant. Plus, while we were there, we enjoyed a nice dinner in the convention center on New Years Eve, a BBQ dinner on the beach mid-week, and a fantastic Mexican fare during Friday night's Mexican Fiesta outside in one of the courtyards. Hands down the best food we had all week was that night!

In all we tried everything the resort offered and were very happy: used both pools; swam in the ocean; took a snorkeling trip; kids painted a total of 8 ceramics by the pool; used the kids club almost daily; had a couples massage in one of the private Jungle rooms; played tennis on the resort court (books up fast so reserve when you get there!); played chess and checkers regularly; played ping pong; attended the evening shows (American Idol and hypnotist were GREAT!); watched football by the pool, etc.

I would also like to mention that we ran across the General Manager on New Years Eve after we arrived at the event early due to the incorrect information being given to us. He felt terrible that it had happened and offered to walk back with us, at which point he took the time to take us on a personal tour of the spa and private cabins and offered us any treatments we would like at the spa at half the cost during our stay. It was very generous, and we took him up on his offer. He did not need to do that as he was extremely busy with the week's biggest event. We greatly appreciated his attention and generosity.

I asked my boys when we got home what they wanted to do for spring break: go to Disney World or go back to Mexico. Both emphatically said they wanted to go to Dreams in Mexico. We look forward to coming back in the coming year.

We took our 9 months old son on his first vacation during Christmas 2012. We called the resort ahead before we arrived to make sure they have a crib for my son and they confirmed that they do and will put a crib in our room when we check in. We took the early flight and we arrived the resort early about 1:30 pm, however, the check in time is at 3pm so they made us wait in the lobby until 3pm. We have travelled to many resort and it is unheard of to have to wait until check in time to be able to check in especially we only arrived an hour and a half early with a tired infant with us. Okay, I understand, rules are rules. No complaints there.

So my reservations stated that I am GUARANTEED a free room upgrade, but the front desk receptionist did not want to acknowledge that part and gave us a hard time about it, telling me to make international calls from my cell to BOOKIT.COM to talk to them about the promotion and they do not have access to make international calls, I refused to call from my cell and pay the extra international fees when the print out voucher clearly stated that I have a GUARANTEED a free room upgrade. So they diverted me to the concierge for help and I have to wait in line for that again... After I get to the concierge, one after another pass my case to the next person until one person was able to help me and he offered me a VIP lounge access instead of the upgrade stating that he has to check on the rooms to see if I can get upgraded tomorrow based on availability. What? Again, do they not understand that my reservation clearly stated that I am supposed to get a GUARANTEED a free room upgrade? This is part of the reason why I even chose to book this resort! Btw, I booked two rooms because we took my parents there too and both reservations stated the same thing "GUARANTEED a free room upgrade" These people are so incompetent!

So, we ended up taking the VIP lounge offer instead of the free room upgrade because we are so tired of waiting and arguing, also, VIP package comes with free WIFI because without it, you have a pay $15 a day for WIFI. The lounge has a few appetizers that is usually not fresh and a few premium alcohol choices and that's all you get, it is not like you'll get premium liquor at all the restaurants you go to or bars you go to...none of that, it's just a stupid room with a few premium alcohol and a TV. We hardly went in the lounge to drink, no one's in there and it's boring, you pour your own drink and when the bottle is empty, take them 2 days to replace the bottle, not worth it.

So, check in was a nightmare and now comes the REAL NIGHTMARE! After we arrived in our room, of course the crib wasn't there as promised. I called and they told us to wait a few minutes, we unpacked, showered, waited and waited, my baby is getting so tired and cranky, can't got o sleep without the crib, me and my husband took turn to cradle him to calm him down...he needs at least a 30 minute nap before we can out to check out the resort... second call, third call...still no crib...finally, after waited 3 hours in my room, until suns down, I was furious! I called the concierge and the room service to talk to their managers, I specifically remember a guy named Domian was pretty rude, telling me that there is no one I can talk to, and no managers are working and so on... So, I got on my computer and start writing emails to the Director of Sales, the General Manager Alexandra and the concierge Fernando. Oh, all of the sudden, miracle happened! The crib arrived in less than 5 minutes. Wow!

However, I realized my room is missing a hair dryer, I called for a hair dryer after I got my crib and this time the concierge Fernando PROMISED to have to me in 10 minutes. Well, I waited for another 40 minutes for the hair dyer and finally, Fernando brought one to my door and apologized again. I was very nice to him; he knew I was exhausted and disappointed… I thanked him for brining the hair dryer but my hair has already been air dried and wished him a merry Christmas. I was beyond disappointed and I was exhausted and hungry, now it’s 8pm and this whole waiting game started since 3:30pm. Our whole day at the resort is ruined, so did my folks’, because they are not going to go out and have fun without us and their grand baby! The general manager Alexandra called me to apologize and offered me a free room upgrade which I DESERVED it to begin with; it is part of my reservation!! I told the concierge Fernando that maybe they should give us a free massage or something to make up for this lost day that I paid a lot of money for (4 adults). The concierge said that he will look into it but guess what, I called and left him email the next day, I heard nothing back!! I was ignored. At this point I just want to go home and get my money back but obviously it is impossible so we made the best out of it. Met some good people, some unhappy guests as well and we all laughed at how horrible the staffs are.

The shows are lame and their main entertainment crew was unprofessional, yup, you’ll see the same entertainment crew by the pool side, the karaoke, the dance floors... Why I said that about them? Because I was disgusted by how they took advantage of the single drunk tourists, making out with them on the dance floor, caressing them... yuck! Aren’t they trained not to have any sexual encounters with all the drunken tourists and to take good care of them not touched them inappropriately? Both male and female entertainers were being very unprofessional, I’m just going to leave it at that. I thought this is a family oriented resort, not supposed to be a raunchy one. I am quite disgusted by their actions.

Also, they don’t automatically replenish the mini Coronas (only 3 beers), sodas and water in your room. They have no liquor in the room btw, very cheap. When I called room service to have it filled, they told me to leave a note on the fridge the next day so that the cleaning lady would fill it! Wow! Way to cut corners and make your guests happy!

The food was not great and the services at the restaurants are so so, especially the sushi restaurant, it’s pretty disgusting if you are a true sushi eater. Another thing, I can't believe that because it is Christmas season, the French restaurant has an up charge of $50 to $60 per couple to eat there. I thought it is supposed to be all-inclusive!! What a rip-off!
We took our family on many all-inclusive resorts and this is by far the worse resort that we have experienced. It is nothing near 4 stars!! They don’t even have hair conditioner in any rooms, only shampoos. If you are like me who has to use conditioner for your hair, make sure you bring your own.

So, before we have our son, we’ve even been to their sister chain Adults only - SECRETS in Cancun, I can't believe the awful treatments we got and we will never return to this resort chain ever nor will I recommend any of our friends to go! They really bomb it. Horrible management on the front desk staffs, concierges, and the room services crew. The bartenders and the restaurant staff are okay. They should all go stay at Aventura Spa Palace in Riviera Maya, it’s the best we’ve ever been to and the services are just NIGHT and DAY compared to Dreams Tulum. Highly recommend Aventura Spa Palace in Riviera Maya, ten thumbs up!

Oh by the way, the advertised FREE GOLF when book 3 nights minimum stay... IT’s A SCAM!!! They want to charge $50 per person after 1pm or $90 per person before 1pm whether you are a golfer or just a rider to rent the cart. It is mandatory to rent one if you want to play and it is mandatory to pay for the rider if you want to bring someone along. Good luck with that!!! We brought our clubs and decided not to go play golf due to the outrages charges! It's cheaper to play back home.

The beach is too crowded and dirty, not at all white sand, it’s more like white sand covered with brown debris! Don’t let the pictures deceive you!
Overall, we are very unsatisfied with the services this resort had provided. It is not a totally all-inclusive resort! Feel like they just want to cut corners and get you to pay whenever they can.

I will try and be as objective as possible, The Hotel is nice, bedrooms themselves are nice although a bit small, food was ok nothing special, just average and the staff in general we didn't find very friendly with a few exceptions like Jazmin.

Was I really dislike is that since July I had made a reservation to spend new years eve there and it simply was ignored and we did not get the room we had paid for. there were 4 of us and the put us in a room with a single bed. with the promise they would put in an additional one + we had to use the sofa that was there. Well the firs night went by and we did not get the extra bed that was promised and after a few hour of complaining we got it the following day.
But, with the extra bed the room was overcrowded and hard to move around. not nice!
Also, after hours you can hear anything that is going on in the hallway, it is very noise and we got constantly woken up.

Then we were offered a special dinner if we would buy a bottle of wine or champagne they told us we would have a special show and dinner. Well it turns out that the same show that was for this dinner was later available for free at the beach!!!! I didn´t mind at the moment paying the extra 95 USD, but when I saw the show available at the beach for free it really made me feel like a fool.

I can not understand how management can drop the ball on so simple issues specially if the expect their customers to come back some day, unless they are just in for the easy buck.

Anyway, that was my last time in a Dreams resort.